ROLLER's recurring payment memberships automatically retries a recurring payment that has previously failed. This can help to recover revenue otherwise lost due to payment methods being temporarily declined. This article provides an overview of failed payment retry (dunning) process and how staff can manually retry a failed recurring payment.
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When a guest purchases a recurring membership online:
- Guest email: Guest is sent two emails: an Order confirmation and Membership details email.
- Membership status: Status would be set to Current.
Recurring memberships purchased in POS do not generate any emails.
The payment schedule (weekly, monthly, yearly) for recurring memberships is defined in the membership product and payments are automatically charged. Guests can select the start date for the recurring membership when completing the purchase online or in POS.
Recurring memberships can run indefinitely or for a fixed period of time. After a guest's recurring membership has expired or been terminated, the guest can purchase a new recurring membership. This creates a new recurring membership payment schedule.
Managing recurring membership payments
You can manage memberships in Venue Manager > Guests > Memberships.
Suspend or cancel a recurring membership payment
On the guest membership page you can change a membership status.
To temporarily suspend a membership:
- Find the membership from the list and click on the member's name. A membership fly-out panel will appear.
- Click Deactivate membership.
- The membership status will change to Pending cancellation.
To permanently stop a membership:
- Find the membership from the list and click on the members name. A membership fly-out panel will appear.
- Click Go to booking.
- In the booking details view, click on the 3 dots on the top right hand corner of the screen.
- Select Cancel booking.
When a membership is suspended, all payments will stop for the period the membership is suspended. Membership benefits will be suspended starting from the next payment date. Take for example a recurring membership product which is purchased on 1 March, if the membership is paused on 21 April, the membership benefits will be suspended starting from 1 May.
For recurring memberships that have a defined period (e.g. 6 monthly payments), once the membership period has finished the membership status changes to Expired.
If a member's recurring payment fails, ROLLER will attempt to take the payment from the member and will email with notifications of failed payment.
The recurring payment retry process is made up of 5 steps:
Recurring payment fails - 1st attempt
First retry - 2nd attempt
Second retry - 3rd attempt
Third retry - 4th attempt
Fourth and final retry - 5th attempt
To learn more about the membership lifecycle read this article Membership Statuses.